+ BPR provides a direct and vital link between the CRM technology and your Business Processes, offering a packaged technology solution that is tightly integrated with BT Global Service's proven Business Process Re-engineering Methodology.
Business Process Re-engineering (BPR) is essential when introducing new technology to get the maximum return on your investment. Business Process Re-engineering and Process Standardisation can provide significant efficiency savings to an organisation.
+ BPR provides focus for your BPR Workshops by using generic process building blocks to ensure the capabilities of the CRM solution are fully exploited. The Process Maps resulting from the BPR Workshops contain data that is fed directly into the CRM Solution, using the + BPR Data Load Tool.
With + BPR the Process Maps become living documents, that are an integral part of the solution. This approach provides template generic processes which speeds up the BPR process and implementation on the CRM application, while offering best practice service delivery. It also ensures that each process is designed in a consistent way across all channels.
Using + BPR within your call centre allows the management, synchronisation, and coordination of customer interactions and enquires across all channels from a single, unified desktop, ensuring you have the information required to deliver world-class service and generate additional sales. The CRM application becomes a data driven solution that is flexible and adaptable. The time and effort required to take on new processes and make in-life changes is significantly reduced.
Whether an agent is addressing a customer enquiry via email, voice, face-to-face or fax, multimedia screen pops automatically present customer service advisors with rich customer profile information, enabling the agent to quickly establish a rapport with the customer, anticipate the customer’s needs, and reduce the time required to address the customer’s enquiry.
As a fully integrated Origin + OnPack, + BPR provides a low risk and flexible way of deploying customer and process management across your call centre. Coupled with the proven BPR approach, + BPR provides a process solution for customers who want to go beyond the multi-channel delivery capability of CC Origin and manage the outcome of each Interaction consistently and efficiently.
Key Benefits
- Focus on your Business Processes
- Integrate CRM technology with business processes
- Reduce time and effort on new process take-on
- Simplify in-life process support
- Improve agent productivity
Key Features
- Process Standardisation and Management
- Service Consistency
- Knowledge Management
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